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Read moreWe welcome hearing from you about concerns, complaints and compliments. All the information we receive is used to continuously learn and improve.
If you have a concern, complaint or compliment about the Health Services Safety Investigations Body (HSSIB) you can contact our governance team, who will be pleased to help or share your feedback with our teams.
At HSSIB we set ourselves very high standards in everything we do. We continuously try to do better and to learn from our mistakes. If you see us falling short of those high standards, we want you to tell us so we can put things right.
We define a complaint under this procedure as any expression of dissatisfaction with our actions or our failure to act that requires a response.
For example, you may wish to complain if you feel we have:
It does not include:
Our approach is designed to reflect the Parliamentary and Health Service Ombudsman's approach to complaints handling, as the Ombudsman has jurisdiction to investigate complaints about HSSIB.
This means that, given the nature of our role, when we investigate complaints about HSSIB, the primary focus is on process rather than the merits of the substantive decision being complained about (e.g., a decision not to take regulatory action).
Therefore, we generally look at whether we have:
However, if we find that we failed to follow the correct process, we then need to look at whether the substantive decision would have been different (e.g., would we have taken regulatory action had we followed the correct process?). This is necessary to determine the impact of the fault identified.
Please make your complaint as soon as possible. We are unlikely to investigate a complaint made to us more than 12 months after the event that has caused you to complain.
Please make your complaint to our Board, Governance and Records Manager.
We will:
Our Chief Investigator is made aware of all complaints about HSSIB.
If you are not satisfied with our response to your complaint, you can complain to the Parliamentary and Health Service Ombudsman (PHSO).
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